Customer Success Manager, Real Estate Market

We’re looking for a motivated and customer-focused Customer Success Manager to join our team.

Position Overview:
The Customer Success Manager (CSM) is responsible for building and maintaining long-term relationships with our customers, who consist of the staff and leadership of organized real estate (ORE) entities. These customers work with real estate professionals—referred to as members, subscribers, or users—who use our products and provide services to consumers buying and selling property. While the Support team directly assists these end users, the CSM focuses on ensuring the staff and leadership derive maximum value from our offerings throughout the customer lifecycle. From onboarding and training to ongoing support and engagement, the CSM will drive product adoption, deliver a best-in-class customer experience, and advocate for customer needs. This role does not involve upselling or renewals but requires proactive and reactive communication to address customer needs and foster strong relationships.

Key Responsibilities:

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth setup and laying the foundation for successful product use by their members.
• Training and Education: Provide training to help customers understand and maximize the use of our products for their members. Share best practices and create customized training materials when necessary.
• Technical Support and Troubleshooting: Assist customers with technical issues related to product integration and usage, offering solutions and escalating more complex problems to engineering or support teams as needed.
• Data Review and Customer Health Monitoring: Regularly monitor product usage, support tickets, training attendance, and sales data to track customer health and satisfaction. Report on key metrics and trends on a daily, weekly, monthly, quarterly, and yearly basis to inform strategic decisions.
• Proactive Account Management: Maintain an up-to-date overview of customer contracts and important dates. Proactively reach out to customers to address potential risks, resolve issues, and assist with renewals and upgrades.
• Customer Engagement: Frequently engage with customers to ensure they remain satisfied with the product, stay informed about best practices, and receive ongoing support to drive continuous improvement.
• Customer Advocacy: Act as the voice of the customer within the company. Collect and share customer feedback with internal teams to influence product development and improve customer experience.
• Documentation: Maintain accurate records of customer interactions, training sessions, feature requests, and support cases.
• Promotion of New Features and Product Updates: Encourage customers to explore new product features and stay informed about updates.

Technical Skills and Knowledge Requirements:
The ideal candidate will possess a firm understanding of technical concepts to support, troubleshoot, and communicate effectively with customers and internal teams. Required areas of expertise include:

• APIs (Application Programming Interfaces): Knowledge of APIs, including calling and ingesting data from external sources and providing data through API endpoints. Ability to explain API functionality, assist customers with integration, and troubleshoot API-related issues.
• Single Sign-On (SSO) Authentication: Understanding of SSO authentication protocols (e.g., SAML, OAuth, OpenID Connect) and experience troubleshooting SSO integrations.
• Relational Database Structures: Familiarity with relational database concepts, including table structures, data relationships, and querying techniques. Ability to address customer data needs and troubleshoot simple data-related issues.
• Field Relationship Mapping: Experience with field mapping between different data sources or systems, guiding customers on mapping data fields across platforms.
• Hyperlinks and External Resources: Ability to setup and troubleshoot integrating external resources and managing hyperlinks within web applications.

Qualifications:

• Experience: 3-5 years in Customer Success, Account Management, or a related customer-facing role, preferably within a SaaS or technology company.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts to both technical and non-technical audiences.
• Problem-Solving Skills: Strong analytical and critical-thinking skills with a proactive approach to identifying and solving issues.
• Technical Aptitude: Ability to quickly learn and adapt to new tools, systems, and technologies.
• Customer-Centric Mindset: A passion for helping customers succeed and achieving high levels of customer satisfaction.
• Team Collaboration: Ability to work effectively with cross-functional teams, including Sales, Product, Engineering, and Support.
• Multi-Tasking: Able to manage multiple tasks, commitments, and deadlines while adapting to changing priorities.

Preferred Qualifications:

• Experience with ORE listing platforms and public property record applications.
• Familiarity with Dynamics CRM, Zendesk Support, Microsoft Teams, and other Microsoft business applications
• Background in real estate technology, including RETS, RESO Data Dictionary, RESO API, or REST API

Education:

• Bachelor’s degree in Marketing, Sales, Customer Service, or a related field, or equivalent work experience (4 years).
• Project Management experience is a plus.

Physical Requirements:

• Willingness to travel up to 6 times per year for trade shows, conventions, or customer meetings.
• Ability to perform physical tasks such as standing, walking, or sitting for extended periods.